I am sure that most people would agree that finding good customer service is very rare these days. I think a large part of this is due to the fact that the relationship between business and consumer has gotten so impersonal. In most cases when a consumer today calls a business, instead of talking to a human being they end up talking to a recorded message. This makes for a very impersonal and unsatisfying customer service experience.
I am amazed at the number of companies that use automated service systems instead of actual call centers to handle customer inquiries and complaints. This includes a large number of credit card and insurance companies.
I tried contacting my insurance company last week, and I ended up getting trapped into an automated system maze. I could not believe how many automated prompts I had to go through before I was connected to an actual live person. What is even sadder about this situation, is that the only way I was connected to a person is that I got so exhausted with the automated system that I started punching “0” even though it wasn’t an menu option. I had tried punching “0” on other automated systems and it worked, so I thought it might work with this system as well. As a paying insurance customer, I was outraged that I had to go through all this just to talk with a customer service representative.
The reason I was contacting my insurance company was to get a list of medical suppliers in my health insurance network. I was emailed a five page list, and over half of the companies listed did not stock the item I was looking for. What was even worse was that the majority of the other companies on the list either had nothing to do with the medical supply field or they had gone out of business. This was a total waste of my time and needless to say I was very frustrated.
I have also had bad customer service experiences with doctor offices. In one case I tried to make an appointment with a doctor, and was told that my insurance was not accepted even though the doctor was listed in my insurance network. In another instance I was told that all my medical procedures were covered by my insurance, only to be told two days later that I was responsible for all the charges because the office manager made a mistake. That mistake cost me over $600.
Because of these bad customer service experiences, I cancelled my insurance policy and I won’t go to a doctor unless it is absolutely necessary.